Returns, Exchanges & Refunds Policy

At VELORA, we want you to feel confident with every purchase. If your eyewear is not quite right, you may request a return or exchange in accordance with the conditions below.

30-Day Returns

You may request a return or exchange within 30 calendar days of receiving your order.

Our 30-day return policy is an additional commercial benefit and does not limit any statutory consumer rights that may apply in your country.

Return Eligibility

To qualify for a return or exchange:

• The item must have been purchased directly from VELORA.

• The return request must be submitted within 30 days of delivery.

• The item must be unworn, undamaged and in its original condition.

• All original accessories, cases, cleaning cloths and packaging should be included where reasonably possible.

• Valid proof of purchase or the original order number must be provided.

Customers may inspect and try on the eyewear as they would in a physical shop. We may reduce the refund if the item has been used or handled beyond what is reasonably necessary to assess its appearance, fit and condition.

How to Request a Return

Before sending an item back, contact our Customer Support team through the Contact Us page.

Please provide:

• Your full name.

• Your order number.

• The item you wish to return or exchange.

• The reason for the request.

• Photographs if the product arrived damaged, defective or incorrect.

Our team will review your request and provide the return instructions and applicable return address.

Please do not return products to the sender’s address or to any address not confirmed by our Customer Support team. Unauthorised returns may not be accepted or processed.

Return Shipping Costs

For change-of-mind returns, including preference, colour or fit, the customer is responsible for the return shipping cost unless otherwise required by applicable law.

We recommend using a tracked delivery service. VELORA cannot be responsible for returned parcels that are lost before reaching the designated return location.

If the item is defective, damaged on arrival or different from what was ordered, VELORA will cover the reasonable return shipping costs or provide another appropriate solution.

Exchanges

Exchanges are subject to product and colour availability.

Once the returned item has been received and inspected, we will confirm whether the requested replacement is available. If it is unavailable, you may select another eligible item or receive a refund to your original payment method.

Damaged, Defective or Incorrect Items

Please inspect your order after delivery and contact us as soon as possible if an item is damaged, defective or incorrect.

Include your order number and clear photographs of the item and packaging. Our team will assess the issue and arrange a replacement, exchange or refund where appropriate.

Refunds

Once your return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Where applicable, refunds will be processed within 14 days of receiving the returned item or valid proof that it has been sent back.

Your bank or payment provider may require additional processing time before the funds appear in your account.

Original standard delivery costs will be refunded where required by applicable consumer law. Additional costs for premium or expedited delivery options may not be refundable.

Order Cancellations

If you need to cancel or amend an order before dispatch, contact our Customer Support team as soon as possible.

We cannot guarantee that changes or cancellations will be possible once the order has entered processing or has been dispatched.

Statutory Consumer Rights

Nothing in this policy excludes, restricts or replaces any statutory rights available to consumers under the laws applicable in their country of residence.